Privacy Policy - Man With Van Chiswick

This Privacy Policy explains how Man With Van Chiswick collects, uses, stores, shares, and protects personal data in connection with our moving, delivery, packing, and related services. It applies to all Man With Van Chiswick customers in the area, including individuals who request quotes, make bookings, receive services, or communicate with us in any way. We are committed to handling personal data in a lawful, fair, and transparent manner in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

1. Personal Data We Collect

We collect only the personal data that is necessary for providing our services, managing our business, and meeting legal obligations. The information we may collect includes:

Identity information such as your name and title.
Contact information such as address details, email address, and telephone number.
Service information such as the details of your move, items to be transported, access requirements, dates, times, and service preferences.
Billing and payment data such as invoice details, payment status, and transaction records. We do not store card details unless this is required by our payment provider and subject to its security standards.
Communication records including emails, messages, notes from calls, and complaints or feedback.
Technical data such as basic website or device information if you interact with our digital systems, including IP address and browser information, where applicable.
Location and access information related to pickup and delivery premises, parking restrictions, or access instructions necessary for the move.

We normally collect this information directly from you. In some cases, we may receive data from third parties, such as someone arranging services on your behalf, payment processors, or business partners involved in delivering the service.

2. How We Use Personal Data

We use personal data for the following purposes:

To provide quotes and respond to enquiries.
To arrange, manage, and complete removals and related services.
To communicate with customers about bookings, changes, delays, or service issues.
To issue invoices and process payments.
To maintain business records and improve our services.
To handle complaints, disputes, and claims.
To comply with legal and regulatory obligations.
To protect our business, staff, and customers from fraud, misuse, or unlawful activity.

We do not use personal data for purposes that are incompatible with the reasons it was collected, unless required or permitted by law.

3. Lawful Basis for Processing

We only process personal data when we have a lawful basis to do so under the UK GDPR. Depending on the context, our lawful bases include:

Contract – processing is necessary to take steps at your request before entering into a contract or to perform our contract with you, such as arranging and delivering removal services.
Legal obligation – processing is necessary to meet our legal duties, including accounting, tax, and record-keeping requirements.
Legitimate interests – processing is necessary for our legitimate business interests, provided your rights and freedoms do not override those interests. This may include managing customer relationships, preventing fraud, maintaining service quality, and protecting our operations.
Consent – where required by law, we may rely on your consent, for example for certain marketing communications. You may withdraw consent at any time where consent is the lawful basis.

Where we rely on legitimate interests, we carefully assess the balance between our interests and your privacy rights.

4. Data Sharing and Processors

We may share personal data with trusted third parties who support our operations. These parties act as processors when they process data on our behalf and only under our instructions. Examples may include:

Payment service providers that process transactions securely.
Accounting and bookkeeping providers that help manage invoices and financial records.
IT, hosting, and cloud service providers that support our systems and data storage.
Communication service providers that help deliver emails, messages, or other service communications.
Professional advisers such as legal, insurance, or compliance advisers where necessary.

We may also disclose personal data where necessary to:

Comply with the law, court orders, or lawful requests from public authorities.
Protect our rights, property, or safety, or the rights, property, or safety of others.
Support the handling of insurance claims, disputes, or service incidents.

We require processors to implement appropriate security measures and to process personal data only for the agreed purpose. We do not sell personal data.

5. International Transfers

In some cases, personal data may be stored or processed outside the UK if a processor uses systems located in another country. When this happens, we ensure that appropriate safeguards are in place to protect your data, such as adequacy regulations or standard contractual clauses, where applicable.

6. Data Retention

We keep personal data only for as long as necessary to fulfil the purposes for which it was collected, including satisfying legal, accounting, insurance, and reporting requirements. Retention periods vary depending on the type of data and the reason for processing.

As a general approach:

Quote and enquiry records may be kept for a limited period to manage follow-up requests and business administration.
Customer service and booking records are retained for the duration of the service relationship and a reasonable period afterwards.
Financial and tax records are retained for the period required by law.
Complaint, claim, or dispute records may be kept for longer where necessary to resolve the issue or defend legal claims.

When personal data is no longer needed, we will delete it or anonymise it securely.

7. Data Security

We take appropriate technical and organisational measures to protect personal data against loss, misuse, unauthorised access, alteration, or disclosure. These may include access controls, secure storage, staff confidentiality obligations, and regular review of our data handling practices. While we work hard to safeguard information, no method of transmission or storage is completely secure.

8. Your Rights Under GDPR

You have a number of rights in relation to your personal data. These rights may be subject to legal conditions and exemptions. They include:

Right of access – you may request a copy of the personal data we hold about you.
Right to rectification – you may ask us to correct inaccurate or incomplete data.
Right to erasure – in certain circumstances, you may ask us to delete your data.
Right to restriction – you may ask us to limit how we process your data in certain situations.
Right to data portability – you may request that we provide certain information in a structured, commonly used format.
Right to object – you may object to processing based on legitimate interests or direct marketing.
Right to withdraw consent – where processing relies on consent, you can withdraw it at any time.

If you wish to exercise any of these rights, we will respond in accordance with applicable data protection law. We may need to verify your identity before fulfilling your request.

9. Children’s Data

Our services are intended for adults and business customers arranging moving or delivery services. We do not knowingly collect personal data from children except where it is incidentally provided by an adult customer in connection with a service. If we become aware that we have collected children’s data without appropriate authorisation, we will take steps to delete it where legally possible.

10. Changes to This Policy

We may update this Privacy Policy from time to time to reflect changes in the law, our services, or our internal practices. Any updated version will apply from the date it is issued. We encourage customers to review this policy periodically so they remain informed about how their data is handled.

11. Our Commitment

Man With Van Chiswick is committed to respecting privacy and processing personal data responsibly. We aim to be transparent about what we collect, why we collect it, how long we keep it, and with whom we share it. By using our services, customers in the area acknowledge that their personal data may be processed as described in this policy and in line with applicable law.

In summary: we collect only the information needed to deliver our services, use it on a lawful basis, keep it only as long as necessary, share it carefully with trusted processors, and respect your rights under GDPR.